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For Companies At a Glance
- Tasks: Lead the complaints process, ensuring timely and empathetic resolutions.
- Company: Join a supportive team in a dynamic environment focused on customer experience.
- Benefits: Competitive salary, Monday to Friday hours, and temp-to-perm opportunity.
- Why this job: Make a real impact by improving customer service and satisfaction.
- Qualifications: Experience in complaints handling and strong communication skills required.
- Other info: Opportunity for career growth and development in a fast-paced setting.
The predicted salary is between 34000 - 38000 £ per year.
Location: Walton-on-Thames, Surrey
Salary: £34,000 Up to £38,000 per annum (paid on an hourly rate)
Hours: Monday to Friday, 8:00am - 5:00pm
Contract: Temporary to Permanent
About the Role
We are seeking an experienced and proactive Complaints Lead to join our team on a temporary to permanent basis. This is a key role responsible for managing, resolving, and reducing customer complaints while driving continuous improvement across our customer experience function. As the Complaints Lead, you'll be the main point of escalation for complex issues, ensuring that all complaints are handled fairly, efficiently, and in line with company standards and regulatory requirements. You'll also provide insights and recommendations to senior management to help prevent reoccurring issues and improve service delivery.
Key Responsibilities
- Lead the end-to-end complaints handling process, ensuring timely, professional, and empathetic resolution.
- Act as the main escalation point for complex or high-impact complaints.
- Analyse complaint trends and produce regular reports highlighting root causes and opportunities for improvement.
- Collaborate with operational teams to implement corrective actions and improve service delivery.
- Maintain accurate complaint records and ensure compliance with company policies and any relevant regulatory frameworks.
- Coach and support team members in best practices for complaint resolution and customer communication.
- Work with senior management to review performance, identify training needs, and enhance customer satisfaction.
About You
- Proven experience in a complaints handling or case management role, within repairs / housing industry.
- Strong communication and interpersonal skills with the ability to handle sensitive situations with empathy and professionalism.
- Excellent organisational and analytical skills, with attention to detail and accuracy.
- Confidence in managing challenging conversations and delivering fair, evidence-based outcomes.
- Ability to work independently and manage workload effectively in a fast-paced environment.
- Proficiency with Microsoft Office and CRM or case management systems.
What We Offer
- Competitive salary up to £38,000 per annum
- Monday to Friday, 8am - 5pm, no weekend work
- Temp-to-perm opportunity - chance to secure a permanent position based on performance
- Supportive team culture and on-site working in Walton-on-Thames
- Opportunity to make a real impact by improving customer experience and service quality
How to Apply
Please apply with your CV or call Leah Seber at Build Recruitment.
Complaints Lead employer: Build Recruitment
Contact Detail:
Build Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing or complaints handling sectors. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle complex complaints and be ready to share examples from your past experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your analytical side! Be prepared to discuss how you've identified trends in complaints before and what actions you took to improve service delivery. This will really impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Complaints Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Lead role. Highlight your experience in complaints handling and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've successfully managed complaints in the past, and let us know how you can help improve our customer experience.
Showcase Your Communication Skills: As a Complaints Lead, strong communication is key. In your application, demonstrate your ability to handle sensitive situations with empathy and professionalism. We love seeing candidates who can convey their thoughts clearly and effectively!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows us you're keen to join our team!
How to prepare for a job interview at Build Recruitment
✨Know Your Complaints Process
Familiarise yourself with the end-to-end complaints handling process. Be ready to discuss how you would manage complex complaints and ensure timely resolutions, as this will show your understanding of the role's key responsibilities.
✨Showcase Your Analytical Skills
Prepare to talk about how you've analysed complaint trends in the past. Bring examples of reports you've created that highlight root causes and opportunities for improvement, as this demonstrates your ability to drive continuous improvement.
✨Demonstrate Empathy and Communication
Practice handling challenging conversations with empathy and professionalism. Think of scenarios where you successfully resolved sensitive issues, as this will illustrate your strong communication skills and ability to handle complaints effectively.
✨Highlight Team Collaboration
Be ready to discuss how you've collaborated with operational teams to implement corrective actions. Share specific examples of how your teamwork has led to improved service delivery, which aligns with the company's focus on enhancing customer satisfaction.
